Customer Support Specialist
AffiniPaySalary not specified
Full Time
Mid-level (3 to 4 years)
$80,000 – $100,000Compensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
FintechIndustries
Requirements
- A degree from a top school or 1 years experience with customer support at a startup, fintech, or highly regulated industry—with a preference for backgrounds in banking, fraud management, escalations, or the U.S. credit industry
- Advanced customer support experience in a high-volume environment
- The ability to draft strong written communication without prompts, engage in high touch verbal communication, and deliver a top tier customer experience in spite of challenging circumstances
- A passion for solving puzzles and identifying the root cause of problems
- The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner
- A high level of coachability and eagerness to learn new things. The ability to learn new systems, frameworks, and processes quickly is critical
- Familiarity with fin-tech products such as Kikoff, Chime, Venmo, Cash-App, PayPal, Green-Dot bank, Zelle, etc
- The ability to complete workload with minimal supervision and a strong desire to work for a fast-paced, high-growth organization
Responsibilities
- Triage and resolve members' most sensitive issues through thorough investigation and de-escalation
- See escalations through from start to finish, driving resolution for both internal and external inquiries
- Appropriately document team activities daily
- Work cross-functionally to tackle problems, supervise ongoing issues, collect feedback and outreach, identify improvement opportunities, and advocate for members who require "white glove service" and attention
- Analyze escalated cases, draw accurate conclusions based on findings, and clearly summarize sophisticated results
- Respond to and handle advanced issues with the highest degree of professionalism
- Summarize case facts and decision summaries, providing succinct post-mortem summaries to a highly visible audience of cross-functional collaborators and business partners
- Work closely with a variety of team members– from call center agents to the executive team– to identify root issues and drive alignment toward case resolution in an agile space
- Maintain up to date knowledge of services and procedures
- Triage and prioritize incoming requests with a high degree of autonomy
Skills
customer support
case triage
de-escalation
investigation
cross-functional collaboration
root cause analysis
prioritization
documentation
professional communication
fintech
Kikoff
Credit building services for individuals
About Kikoff
Kikoff helps individuals, especially those with low or no credit, build a positive payment history and improve their credit scores. Its services are user-friendly and do not require credit checks, making them accessible to a wide range of clients. Kikoff offers tools for credit management, including easy disputing, rent reporting, and credit monitoring reports, along with an optional Autopay feature. The company's goal is to empower users to take control of their credit journey and achieve significant improvements in their credit scores.
San Francisco, CaliforniaHeadquarters
2019Year Founded
$41.3MTotal Funding
SERIES_BCompany Stage
Fintech, Financial ServicesIndustries
51-200Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Stock Options
Unlimited Paid Time Off
Risks
Increased competition from new fintech startups could dilute market share.
Regulatory scrutiny may lead to increased compliance costs for Kikoff.
Economic downturns could decrease consumer spending, impacting revenue.
Differentiation
Kikoff offers credit building without credit checks, making it accessible to many.
The platform provides easy disputing and rent reporting to enhance credit scores.
Kikoff's Autopay feature ensures clients never miss a due date.
Upsides
Kikoff recognized as a top credit builder app in 2024.
AI-driven tools can enhance user experience with personalized strategies.
Partnerships with educational platforms can attract younger demographics.
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